Team Leader, Underwriting Operations

Economical is part of Definity, which includes some of Canada’s most long-standing and innovative insurance brands, including Economical Insurance, Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. Our ambition is to be one of Canada’s leading and most innovative property and casualty insurers. We can’t do that without our people, so we embrace and encourage a culture that’s collaborative, ambitious, rewarding, and empowering.

We offer a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

What can you expect from this role?

Escalations / Exception Management

• Ensure escalations and exception processes for Vyne and Sonnet are handled within established service level agreements, while driving profitable results and exceptional broker and customer experience
• Performance and Coaching
• Develops, coaches/mentors and manages the performance of Direct Reports, including identification of areas where performance improvement plans are needed to ensure achievement of business, functional and individual goals as well as performance against defined KPIs
• Complete regular 1:1 coaching sessions and side by sides with direct reports

KPI Management:

• Leverages reporting functionality to monitor team performance and overall achievement of Service Level Agreements
• Ensure barriers to success are readily identified and solutioned

Quality Monitoring:

• Ensures quality of service meets business objectives, by acting on feedback provided through the Training Team (Call Reviews /Transactional/ Targeted reviews)

Engagement and Recognition:

• Supports employee recognition and engagement activities. Activities may include encouraging participation in annual engagement survey, and executing targeted engagement plans.

Continuous Improvement:

• Identify, recommend and support continuous process improvement opportunities within your business unit
• Drive a culture of continuous improvement by consistently challenging traditional ways of thinking.

Level of Problem Solving:

• Understands tactical business fundamentals and produces insightful analysis of business issues, recommending solutions/options
• Demonstrates strategic thinking:
• Asks insightful questions and challenges assumptions
• Prioritizes for importance
• Takes holistic view of issues and opportunities and thinks about resourcing required
• With guidance builds the business case for programs and initiatives, demonstrating how they support broader business objectives.
• Excellent analytical and problem-solving skills with the ability to evaluate and synthesize complex information.
• Ability to coordinate with and work across business units while driving shared services priorities and goals.

What you bring to the role?

• University Degree /College diploma or equivalent experience
• 5+ years of insurance / underwriting experience with prior people leadership experience
• Knowledge of PI products and underwriting practices
• Excellent analytical and problem-solving skills with the ability to evaluate and synthesize complex information
• Ability to coach, develop, and motivate individuals
• Understands tactical business fundamentals and produces insightful analysis of business issues, recommending solutions/options
• Demonstrates strategic thinking: (asks insightful questions and challenges assumptions, prioritizes for importance, takes holistic view of issues and opportunities and thinks about resourcing required)
• Customer service focused with a positive helpful attitude
• Ability to coach, develop, and motivate individuals
• Strong communication and negotiation skills
• Ability to solve problems and implement appropriate solutions
• High level of initiative, self motivated, and ability to work independently
• Superior time management and organizational skills
• CIP / working towards designation is preferred
• Knowledge of Economical and Sonnet PI offerings and Guidewire an asset

Salary range is $66,300 - $122,100

Interested in this role, but don't meet every requirement? We encourage you to apply! We know from experience that a candidate doesn't need 100% of the qualifications listed to bring incredible value to our team. We're actively seeking diverse backgrounds and perspectives to help us make insurance better. At Definity, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.

What's in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Pension and savings programs, with company-matched RRSP contributions
• Paid volunteer days and company matching on charitable donations
• Educational resources, tuition assistance, and paid time off to study for exams
• Focus on inclusion with employee groups, support for gender affirmation surgery, access to BIPOC counsellors, access to programs for working parents
• Wellness and recognition programs
• Discounts on products and services

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.  In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

Go ahead and expect a lot — you deserve it.
It's better here — but don't take our word for it. Definity was named by Great Place to Work® as one of the Best Workplaces™ in Canada for women, for youth, and for inclusion.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [email protected].

Background checks
This role requires successful clearance of background checks (including criminal checks and leadership references).

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